Customer Success Manager — SMB Growth & Retention

UPS; Los Angeles (CA); Sur place; USD 70 000 - 123 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Dental & Vision

Flexible Spending Account

Health Savings Account

Dependent Care Flexible Spending

Life Insurance

Disability Insurance

Employee Assistance Program

Educational Assistance

401(k) retirement plan

Vacation

Holidays & Leave

Stock Purchase Plan

Résumé du poste

UPS is seeking a Signature Customer Success Supervisor to manage a high volume of smaller customers, driving satisfaction, retention, and growth at scale. You will leverage dashboards and reporting to support clients and collaborate with sales, support, and UPS operations to deliver supply chain solutions.

The role emphasizes managing multiple engagements efficiently, identifying patterns to reduce churn, and enabling customers to maximize value from UPS products and services.

Qualifications

• 0–4 years in customer success, support, or related customer-facing roles.
• SMB account management experience.
• Ability to manage multiple customer engagements through strong organizational skills.
• Data-driven mindset.
• Excellent written communication skills.

Responsabilités

• Serve as the primary point of contact and advocate for assigned accounts.
• Handle routine customer inquiries with standardized solutions while escalating complex issues as needed.
• Coordinate with sales, support teams, and UPS operations to deliver supply chain solutions.
• Proactively engage existing customers to enhance value and prevent churn.
• Conduct periodic virtual check-ins and performance reviews to assess satisfaction and identify improvement areas.
• Identify upsell opportunities and guide customers to resources for additional value.
• Develop strategies for upselling / cross-selling opportunities to drive account growth.
• Drive product adoption and educate customers on products and services.
• Monitor customer health metrics to measure satisfaction and prevent churn.
• Update UPS DRIVE with retention data, planning next steps for churn prevention / growth.

Description du poste

UPS is seeking a Signature Customer Success Supervisor to manage a high volume of smaller customers, driving satisfaction, retention, and growth at scale. You will leverage dashboards and reporting to support clients and collaborate with sales, support, and UPS operations to deliver supply chain solutions.

The role emphasizes managing multiple engagements efficiently, identifying patterns to reduce churn, and enabling customers to maximize value from UPS products and services.